The whole company needs a shake up…
The whole company needs a shake up really. This food is expensive and when paying that you should feel you will get great service. They take the funds out of bank but delivery of food is up to ten days later, leaving you in limbo and dog having to eat an alternative while you wait. Customer service is AI and takes an age to actually respond. It’s such a shame as if they just did what they promise they would not have lost another customer.
Food is 4/5 but it just never arrives on time.
Reply from Marleybones
Hi Sam,
Thank you so much for sharing your feedback - we completely understand how stressful it is when a delivery runs late, especially when it disrupts your pup's routine. You’re absolutely right that great food deserves great service.
We’re a small team, and while we use AI to assist with simple enquiries, it’s only there to collect quick details like an email or order number so our team can step in faster. We’re constantly improving it, and your feedback genuinely helps us do that.
I’m glad to see your order has now been delivered. We usually achieve a 99% delivery success rate - so we really appreciate you reaching out so we could step in and resolve your issue.
At Marleybones, we’re on a mission to reshape dog nutrition - and we’re equally committed to matching that quality with reliable, personal service.
Marie